21 TfL CUSTOMER SERVICE Interview Questions and Answers

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Here’s the FULL LIST of TfL CUSTOMER SERVICE INTERVIEW QUESTIONS:

Q1. Tell me about yourself and why you think you could excel in this TfL Customer Service role?

SUGGESTED ANSWER:

Thank you for inviting me to be interviewed for this customer service position today.

Throughout my career, I have developed a variety of transferrable skills and experience that I believe will enable me to excel in this customer service role. I am a highly positive and effective employee who thrives in customer-focused environments. During my time in previous customer service roles, I learnt to fully understand the importance of consistently maintaining high standards of customer satisfaction. Without the customer there would be no company, so it is important that every member of the team works towards providing a high level of service.

I have a proven track record of delivering a passionate customer service, being an excellent communicator, and being adaptable when under pressure. I can also be relied upon to I can to follow the necessary safety protocols and regulations at all times and I would never put myself or others in any danger whatsoever.

Outside of work I am driven by my family who are fully supportive of my career and they would support the variety of shift work that can be required from the role. I also enjoy hobbies such as going to the gym where I can maintain healthy fitness and concentration levels. If you employ me in this position, I will be a reliable, customer-driven, and safety conscious employee who will be proud to represent the high standards of TfL and deliver excellent customer service for your customers.”

Q2. Why do you want to work for Transport for London?

SUGGESTED ANSWER

As a frequent customer of TfL’s services myself, I have always been impressed by the high standards of service I have received from your staff. I am also impressed with your company’s values, ethics, customer focus, and forward-thinking approach. For example, I know that you do not make a profit and reinvest all of your income into running and improving your services. You also randomly send surveys to your customers after they have completed a road or public transport journey which demonstrates a high level of customer focus and care and I want to work for such a company as I believe I can bring the same dedication and high standards to the team. I also understand that, your implementation of Ultra Low Emission Zone, ULEZ, is creating better air quality for millions of Londoners and your initiatives for a cleaner method of transport are some of the best in the world, ultimately providing your passengers with a healthier and better travelling experience. TfL’s strong reputation from its customers and its values and ethics mean I will get to be a part of a company that is actively seeking to make a positive difference to people’s day-to-day lives, and therefore, I would be immensely proud to work in my customer service role with TfL.”

Q3. Give me an example when you worked as part of a team.
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Q4. Can you tell us about a situation when you have had to work under pressure?
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Q5. Describe a time when you were flexible in a work-related situation.
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Q6. Give an example of when you delivered excellent customer service.
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Q7. Describe a time when you successfully worked on a project with a team of people. What role did you play in making the project a success?
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Q8. How would you deal with a follow TfL customer service team member who was not pulling their weight?
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Q9. Describe the steps you would go through when dealing with a customer complaint.
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Q10. Describe a stressful situation at work and how you handled it?
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Q11. When have you worked as part of a team to complete a difficult task?
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Q12. Why do you want to leave your job?
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Q13. What skills do you possess that you think would be an asset to our customer service team here at TfL?
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Q14. What was the last piece of professional development you under took?
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Q15. What are your strengths?
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Q16. Where do you see yourself in 5 years' time?
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Q17. What’s your biggest weakness?
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Q18. Tell me a time when you went above and beyond for a customer?
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Q19. If someone within the TfL customer service team was not doing their job to the correct standard, what would you do?
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Q20. Tell me a time when you bent the rules helping a customer? What happened and why did you bend the rules?
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Q21. That’s the end of your TfL Customer Service interview. Do you have any questions?
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TfL Customer Service Job Description and Key Tasks


A TfL customer service role, is a varied position which could see you based at a number of different locations. For example, you may be based at one of TfL’s customer contact centres or based at one of the underground stations or bus stations, depending on the specific position you have applied for. However, one thing will remain constant. You must be able to provide world class customer service for the thousands of diverse customers who use the TfL’s services on a daily basis. The role will include assisting customers with their ticketing enquiries, provide information on how to reach a destination. You will also be required to assist customers with special requirements. Part of the role will require you to assist in the smooth operation of the station to ensure the safety of customers and colleagues, this will include assisting with any incidents or emergencies if they arise.

Key Skills required for the role

  • World class customer service skills.
  • Confident communicator, both verbal and written.
  • Able to retain large amounts of information.
  • Efficient problem solver.
  • Able to make difficult decisions.
  • Copes well working under pressure.
  • Show high levels of attention to detail at all times.
  • Enjoy working with others
  • Passionate about helping others
  • Always seeks to promote the organisation in a positive light
  • Shows professionalism at all times

Top Tips For Passing Your TfL Customer Service Interview!

Top Tips for passing your TfL Customer Service Interview:

Tip 1: Ensure you have a full understanding of the core values & code of ethics of TfL and ensure your answers match both the values and ethics. These will easily be found on the TfL website, where you will also find other information about the organisation.

Tip 2: During the interview you will be asked about your experience in customer service, and will have to provide an example of where you provided excellent customer service. We recommend you have at least three different examples you can choose from.

Tip 3: On the flip side of Tip 2, you will most likely be asked to provide an example where you dealt with a customer complaint and what you did to resolve the complaint. Make sure the resolution was a positive one!

Tip 4: One key question you will be asked is ‘Tell us about yourself’. When answering this question, it is vital to focus on the relevant skills of the job and not what you like to do in your free time! Ensure you include any key words which relate to helping others and customer service. Be sure to include any academic and professional achievements.

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21 TfL CUSTOMER SERVICE QUESTIONS AND ANSWERS WORKBOOK

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